- Project status
- Project start date
- Project posted
- 21 Mar 2018 11:02
- Project duration (approx.)
- 6.0 Months
- Budget (approx.)
- US$450 / day
- Level of Experience
- Area of expertise
- Market Analysis
- Consultant location
- English (Essential) , Dutch (Nice to have) , French (Nice to have) , German (Nice to have) , Indonesian (Nice to have) , Italian (Nice to have) , Mandarin (Nice to have) , Russian (Nice to have) , Thai (Nice to have) , Turkish (Nice to have)
Objectives and Key Deliverables
***PLEASE NOTE, DUE TO A HIGH NUMBER OF APPLICANTS WE ARE NOT ACCEPTING ANY FURTHER APPLICATIONS FOR THIS PROJECT UNLESS YOU HAVE INDONESIAN OR THAI LANGUAGE SKILLS - THANK YOU***
We are a Major International Energy Company.
We require consultants to carry out virtual interviews on short engagements (around 1 week of interviews per engagement)
We have adopted customer centricity as part of a revised strategy where we see a shift of focus from traditional sales of product, tech and pricing excellence to customer experience. One of the key transformation factors for us to achieve the vision is being outside-in i.e. getting feedbacks from Customers and incorporate them into Insights analytics and development. We aim to define Customer Experience Strategy for the businesses respectively by driving Customer Centric Design thinking to outline a future fit & market differentiated offer.
In the coming 12 months, we will be running many Customer interviews (subject to identified proj focus e.g. an improved supply offer) for selected DS businesses, Regions, customer segments etc
These interviews will require resources across the organization (Sales, Marketing, Lubes Supply Chain, Customer Ops) and coordinating and conducting of schedules will be extremely complex and time-consuming. Currently, the company (in-house) does not have sufficient capability and competency for such big scale Interviews so the purpose of this RFP is to have a list of potential consultants that we can quickly activate in the future to support us with doing Interviews and market research.
Through the series of customer interviews, we aim to generate insights that can help identify and address opportunities and pain points that can enhance the overall Customer Experience and differentiate our company in the market.
Support Insights collection (Interviews) with unbiased outside-in expertise; and the data gathered to be used by the company Insights team to form hypothesis or CX case for action.
Target number of Customer Interviews will be advised by Company E.g. 50-100 Interviews per activation
Global key languages required where most businesses presence are; including but not limited to English, German, Dutch, French, Italian, Russian, Turkish, Mandarin, Thai, Bahasa Indonesia
o Interview capture Template (specified by company) – Customer feedback from series of interviews conducted
o Interview Notes - document interviews and pose supplementary questions
o Translation of interview notes to English, if need
- Please provide a day-rate for on-going ad-hoc work for anything from 1 day to 10+ days at a time.
- A rough guideline on availability would be ideal
- Your current location and languages spoken is also required